Change Management towards Total Quality Management: The Case of ECOBANK Burundi.

Abstract of the Student #Thesis: Cynthia Médissa KAZE

The objective of this study is to investigate the impact of change management on the implementation of Total Quality Management (TQM) at Ecobank Burundi. To achieve this primary objective, three specific objectives were set: (i) to assess the leadership role in adopting the TQM approach at Ecobank; (ii) to analyze the current state of TQM implementation at Ecobank Burundi; and (iii) to determine the effect of change management on TQM implementation at Ecobank Burundi.

A qualitative research approach was used, targeting a population of 70 respondents. The demographic analysis revealed that many respondents were skilled, with most holding bachelor's degrees, thereby enhancing the reliability of their responses due to their understanding of the study's subject matter.

The hypothesis that there is a significant relationship between change management and TQM implementation at Ecobank Burundi was accepted, with a P-value of 1.00, which is greater than the level of significance (α=0.05). This indicates a significant relationship between change management and TQM implementation at Ecobank Burundi. The study also found that while TQM implementation is not yet fully realized, the process has begun. This progress is attributed to employees' understanding of TQM procedures, the availability of resources, employee participation in handling complaints, and their readiness for change.

The study found that leadership positively impacts the TQM implementation process by directing employees, providing necessary tools, and preparing employees for change. This implies that change management significantly affects TQM implementation at Ecobank Burundi, with leaders contributing to creating a favorable environment for organizational change.